AI Support Engineering Lead (US)
$240k - $350k • Remote • New York • FullTime
Posted 5d ago
Job Location
New York
Tech Stack
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Dust is seeking an AI Support Engineering Lead to own and scale the support function. This is a hands-on role where you will tackle complex customer issues, identify patterns, and translate learnings into improved agents, automation, tooling, documentation, and product enhancements. You will define, build, and iterate on AI agents, automation workflows, classification systems, knowledge systems, and tooling. The goal is to "dogfood" the product extensively and set the standard for the Support Engineering team, ultimately shaping the function as Dust grows.
Responsibilities
- Set the technical direction for the support stack, determining automation priorities and standards.
- Design, ship, and maintain AI agents and automation workflows for tasks like ticket classification, response drafting, and incident detection.
- Engineer out recurring issues through automation, documentation, prompt iteration, or product feedback.
- Build and maintain tooling, including MCP integrations and Dust agents, to enhance team capacity.
- Define and manage the "Support as a Product" backlog, guiding team execution and quality standards.
- Hire, onboard, and develop support engineers.
- Handle complex escalated customer issues, setting a high standard for problem-solving.
- Investigate intricate issues using logs, code, and internal tooling to find root causes.
- Communicate technical solutions clearly to both technical and non-technical audiences.
- Analyze agent-generated responses to identify inconsistencies and iterate on prompts and documentation.
- Represent support in engineering and product discussions, synthesizing and prioritizing feedback.
- Build relationships with engineering and customer-facing teams for effective escalations.
- Own the feedback loop from agent failure to product/documentation improvement.
Requirements
- Experience defining or significantly shaping a support engineering function, including operating models, standards, hiring, or process rebuilding.
- High technical aptitude, including comfort with reading code, analyzing logs, navigating codebases, and troubleshooting distributed systems.
- Proven track record of building custom AI agents, automations, or workflows (not just prompting).
- Exceptional prioritization skills for immediate solutions, automation, escalations, and delegation.
- Experience coaching and developing engineers, setting expectations, and providing feedback.
- Ability to translate technical concepts to non-technical audiences and communicate fluently with engineers.
- A "Build/Run" mindset, believing in building systems to prevent recurring issues.
- A builder mentality, instinctively automating repetitive work.
- Resilience and empathy in customer interactions.